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user_ML
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17 Messages

Saturday, December 2nd, 2023 6:41 PM

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Sign-in security confusing and weird

I have nothing but problems with the Xfinity app (no I'm not using the discontinued app). The last customer service rep I spoke with told me the app should not be asking me to use the web to sign-in but I'm always directed to an in-app web page to login. 

Whenever I'm using the app and 2 factor is needed, it asks me for the code, but I can't access the code generator from the Xfinity app while on the app sign-in page, since it's not letting me past that to other areas of the app.


Biometric login doesn't always work and I'm always forced to use SMS or email. When I try to change my password in the app, it ALWAYS says "something went wrong" no matter how many times I delete and reinstall the app and turn my phone off and back on. And when I do manage to get the app to work, I can't access areas of my account like my call history, without being told "something went wrong". 

Question

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Updated 

1 year ago

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XfinityJustinC

Official Employee

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1.2K Messages

1 year ago

Hello, @user_ML. Thank you for reaching out over Xfinity Forums for support, you have contacted the right place for assistance with your 2-step verification. If you haven't checked, we do have this great article that has great information to ensure your set-up is correct: https://www.xfinity.com/support/articles/two-step-verification-xfinity-app-setup. 

 

 

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user_ML

Visitor

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17 Messages

@XfinityJustinC​ 

I know it's set up correctly because *sometimes* it works but it often does not work. That also doesn't explain why the app will ask me for my 2FA code when the app itself supposed to give me a 2FA code (???) and why I can't ever use the app to change my password and why the app and the website never let me view my call/text history. 

1 year ago

0

XfinityEva

Official Employee

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1.6K Messages

[Edit:tag] @user_ML Key points to remember: 

 

Once your email and phone number are verified, hit Turn on (on the following page) to enable two-step verification.

 

Whenever a sign-in attempt for your Xfinity account is made from a new device or after a period of inactivity, you’ll be notified and can confirm or deny the sign-in.

 

After you enable two-step verification, you’ll be able to check a box for Don’t ask again in this browser. If you check this box, you won’t be prompted to sign in as often when you use the app.

 

The Xfinity app offers four different methods of authentication when using two-step verification:

  • Yes/no push notifications (in-app or in the notifications bar)
  • Biometric scanning (facial or fingerprint)
  • Traditional text message or email codes
  • A code generator in the app

If you want to use yes/no push notifications or biometrics, you must allow notifications; otherwise, you’ll be required to use one-time codes sent to you by text message or email, or the code generator in the app.

 

Please go through the steps once again or for more details visit here.

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

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user_06a180

Visitor

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3 Messages

I've had the same issue. I'm asked to sign in multiple times on the website not the app. What is so difficult to use facial recognition to sign in via the app? Most people use their phones to transact business. I just don't understand why Xfinity is making it so difficult for their customers to access their accounts.

1 year ago

0

XfinityThomasC

Official Employee

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2.5K Messages

@user_06a180 account security is our #1 priority. Comcast offers two-step verification using the Xfinity app to provide extra layers of digital security and an easier sign-in experience. It is not our intention to make the experience a poor one. Have you been able to go through the steps in this article https://www.xfinity.com/support/articles/two-step-verification-xfinity-app-setup to verify your setup is correct? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_ML

Visitor

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17 Messages

1 year ago

Thanks for your reply.

As I said I understand how it works, it just doesn't work consistently and there are so many problems with the service and my internet connection, I've just cancelled my internet service with Xfinity.

All weekend I've had Xfinity "employees" asking me for my financial info and address and ph# and my user name and then they send me texts saying it's to confirm it's me and ask me to give them the code from the text, even when the text message says they will never ask for the code and not a single person I talk to will provide actual support or why I keep getting asked over and over for this info that your own texts say not to give out, and the fact that I'm the one calling Xfinity and getting these shady reps on the phone means even your own employees are a bunch of liars or your phone number is wrong, no one can explain why I can't even pay my bill without getting an error in the app OR in a browser that says "access denied, you don't have permission to access xfinity.com" and then I get texts saying my service will be interrupted for non payment when Xfinity is the company providing the internet service to begin with. 

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Again

Expert

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31.4K Messages

@user_ML​ 

Had you changed your password recently?  [I read where you canceled your account.]  Comcast has been in the process of making everyone change their passwords, so that may have been the cause of your problem.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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1 year ago

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